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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / MS Teams Phone Calls &...
Customer experience | Sales, Customer Insights,...
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MS Teams Phone Calls & Dynamics CRM - Timeline Log

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Posted on by DavidFoz 27

Hi All,

Speaking with a customer currently who wants to use the MS Teams Phone Call integration with D365 Sales CRM. 

I can see from the MS Teams Preview in CRM, how it's set up and then how that looks when you go to make a call which is all good.

However, does anyone know if when a call has been made by the user, if that then automatically updates the timeline in CRM with a phone call or some form of activity type? 

I can see there is the ability to add notes and record transcript using conversation intelligence, but can't find anything which then shows the next steps on whether the timeline is updated or not or how the phone call is then tracked in reporting/dashboards etc.

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  • Verified answer
    Nya Profile Picture
    Nya 29,060 on at
    RE: MS Teams Phone Calls & Dynamics CRM - Timeline Log

    Hi,

    Please refer to the following section:

    Receive calls through Teams

    You can receive calls in Dynamics 365 Sales. When a call is received, a notification is displayed in the lower-right corner of the page, as shown in the following image:

    pastedimage1648200641328v1.png

    The caller name is automatically displayed when the phone number is associated with a record. For example, Kenny Smith is a lead and has the mobile number +1 123 456 7890 associated with his record. When you receive a call from +1 123 456 7890, the name Kenny Smith is automatically displayed; you can select the name to open the record.

    To receive the call, select Answer. The Teams telephony panel opens and the call is connected. A phone call activity is created and appears on the timeline of the record. If the received call isn't associated with any record, only a phone call activity is created.

  • DavidFoz Profile Picture
    DavidFoz 27 on at
    RE: MS Teams Phone Calls & Dynamics CRM - Timeline Log

    Thank you Nya, that is really helpful.

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